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  • Customer Experience Management

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  • Webinar The Future Of Mobile Experiences: Anticipatory Experiences

    March 25, 2021 | Julie Ask

    Today's digital experiences place too much cognitive load on consumers. Brands can deliver in their customers' moments by serving them proactively along well-understood journeys or anticipating...

  • Report The State Of Chat In Retail, 2021

    Consumers Use Chat For Customer Support, Including Prepurchase Support, But Not For Commerce
    March 23, 2021 | Julie Ask, Nicole Murgia

    As consumers increasingly opt to engage with retailers and brands via chat, firms must ensure that customer experiences are efficient, effective, and effortless. Digital business pros have used...

  • Report Moments: Maturity Framework 2021

    Leverage The Learnings Of Pioneers To Evolve Your Mobile Messaging Tactics And Capabilities
    March 18, 2021 | Julie Ask

    Future experiences will be rightsized, contextual, and pushed out to consumers in their specific moments of need. Today's well-executed mobile messages most closely resemble future experiences. And...

  • Report Anticipatory Experiences: The Challenges

    Anticipating Customers' Needs And Serving Them Proactively In Their Moments Is Extremely Difficult
    January 20, 2021 | Julie Ask

    Businesses believe they can deliver value to their customers and differentiate from their competition by anticipating customers' needs and acting on that information. Both aspects — anticipating...

  • Report Guide: How To Craft A Mobile Notifications Strategy

    Start Creating Your Mobile Notifications Strategy With These 10 Steps

    When designing mobile notifications, product owners should pursue a methodical approach that begins with the POST methodology and involves a holistic customer and user experience strategy. This...

  • Report The 3D Connected Consumer In 2020

    The Combination Of Devices, Platforms, And Channels Redefines How Connected Consumers Are
    July 22, 2020 | Julie Ask, Erin Sellers

    Historically, internet speed and device type have defined how connected consumers are. But this representation is too simplistic today. Three dimensions — devices, platforms, and channels — now...

  • Report The State Of Augmented Reality In Retail: 2020

    Continuous Improvement: The Digital Store Playbook
    June 9, 2020 | Julie Ask, Erin Sellers

    Since IKEA created an interactive experience with its product catalog, the quality of augmented reality (AR) experiences in retail has improved dramatically in the past 10 years. AR now supports...

  • Report Consumers Want Convenience, Not Conversations

    Conversational Interfaces Struggle To Deliver Contextual Convenience
    August 21, 2019 | Julie Ask, Ian Jacobs

    Consumers want convenience and choice — not conversational interfaces. However, a fear of being left behind still impels digital business leaders to build them. And nearly three-fourths of those...

  • Report The 3D Connected Consumer In 2019

    Create A Portfolio Of Experiences That Maps To How Your Customers Connect
    June 20, 2019 | Julie Ask

    Three dimensions — devices, platforms, and channels — now define how connected consumers are, and brands must serve their customers wherever they are in these complex ecosystems. Digital business...

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